The WOW Awards - a UK organisation dedicated to excellent customer service

Three 'Pocketbook' resources which I have used and can recommend:The Handling Complaints Pocketbook - by Angelena BodenThe Customer Service Pocketbook - by Tony Newby & Sean McManusThe Telephone Skills Pocketbook - by Mary Richardswww.pocketbook.co.uk

Professionalism .. "a mindset that becomes easier to apply as you progress further and becomes an inspiration for others to follow" Five important keys: Character; Attitude; Excellence; Competency; Conduct

Conflict Resolution Skills Listen for what is felt as well as said. Make conflict resolution the priority rather than winning or "being Right". Focus on the present. Pick your battles. Be willing to forgive. Know when to let something go

"Interest-Based Relational Approach" In resolving conflict using this approach, you follow these rules: •Make sure that good relationships are the first priority. •Keep people and problems separate. •Pay attention to the interests that are being presented. •Listen first; talk second. •Set out the "Facts": agreed, objective, observable elements that will have an impact on the decision. •Explore options together.